AccountId: 011433970860
ContactId: e2b86940-24d0-4436-b45e-53601baa4169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 730219 ms
Total Talk Time (AGENT): 313698 ms
Total Talk Time (CUSTOMER): 257975 ms
Interruptions: 7
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e2b86940-24d0-4436-b45e-53601baa4169_20250124T18:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I want also like.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from, uh, Phil Smith Kia. I have a question in regards to one of my employees.
[AGENT][NEUTRAL] OK, [PII], are you the group administrator?
[CUSTOMER][NEUTRAL] One of them, yes.
[AGENT][NEUTRAL] OK and you said you have a question regarding an employee?
[CUSTOMER][NEUTRAL] Yeah, she doesn't have to bother me.
[AGENT][NEUTRAL] OK, yes, ma'am. I can try and help you, [PII]. What is your last name?
[CUSTOMER][NEUTRAL] Oh is about to pay off. Other than that.
[CUSTOMER][NEUTRAL] Uh, [PII] Um, I'll give you my personal number. It's [PII].
[AGENT][POSITIVE] Thank you. And your callback number, please?
[AGENT][NEUTRAL] Is that OK, is that your work number or your direct line or cell?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My, my, myself.
[AGENT][NEUTRAL] OK. And what is the group number, please, [PII]?
[CUSTOMER][NEUTRAL] Group number just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm pulling it up now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We going back.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Group number is 19146.
[AGENT][NEUTRAL] OK, [PII], so first off, give me a moment to get the group's information pulled up because I will have to verify several things related to the group first for security.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh my God, the next, and then I get all black in the phone. I my I is all black.
[AGENT][NEUTRAL] And so first off, what is the name of the group?
[CUSTOMER][NEUTRAL] Mhm. So Smith Automotive Group.
[AGENT][NEUTRAL] OK, thank you. And the address please for the group?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the primary phone number for the group?
[CUSTOMER][NEUTRAL] No, I can't get [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not sure if this is maybe one of the other contacts for the group's number, but we have something different.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] It could be one of the other two administrators' phone numbers, and I don't have those. Yeah.
[AGENT][NEUTRAL] OK, and what is one of
[CUSTOMER][NEUTRAL] Like their personal numbers.
[AGENT][NEUTRAL] OK, what is the, what is
[CUSTOMER][NEGATIVE] I don't know. I'm not happy. I don't know if I have a business.
[AGENT][NEUTRAL] What is another contact for the group? Who's another contact for the group?
[CUSTOMER][NEUTRAL] It could either be [PII] or [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s email, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the group's information, OK?
[AGENT][NEUTRAL] And who is the employee that you're calling about, [PII]?
[CUSTOMER][NEUTRAL] I'm calling about [PII].
[AGENT][NEUTRAL] [PII]. OK, let me locate.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and his date of birth?
[CUSTOMER][NEUTRAL] Oh, I don't know.
[CUSTOMER][NEUTRAL] Hold on, I have to log into my portal.
[AGENT][NEUTRAL] Oh, you're fine. Yes, ma'am, you're fine.
[CUSTOMER][POSITIVE] They're in order. You can take what you want. Yeah.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Date of birth I have [PII].
[AGENT][NEUTRAL] OK, thank you. So how can I help you today, [PII]? What, what is your question regarding Mr. [PII]'s policy?
[CUSTOMER][NEUTRAL] So on our last bill from January, um, so where I see his name at the end on the due comments, it's his term. So does that mean he's terminated his coverage or?
[AGENT][NEUTRAL] Uh, let's see, I'm currently showing that the policy.
[AGENT][NEUTRAL] is active. I don't show that this policy has termed. Let me see if maybe it got termed and then it was.
[AGENT][NEUTRAL] So I show it as active, but what I can do is I can connect you over.
[AGENT][NEUTRAL] To someone that works directly in our group billing with our group billing department team and let them know the reason for your call. You won't have to re-verify anything, [PII]. I'm gonna give them all the information that we'll need.
[AGENT][NEUTRAL] And let them know that on the January bill, it shows his policy has lapsed because I, I can't see any comments or anything related to that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, so is there any, and do you happen to have that invoice number, [PII]?
[CUSTOMER][POSITIVE] I do. Yes, I do.
[AGENT][NEUTRAL] OK. OK, will you give that to me, please?
[CUSTOMER][NEUTRAL] 637
[CUSTOMER][NEUTRAL] 7029
[AGENT][NEUTRAL] 6377029. OK, give me just a moment before I transfer you over though. I wanna look at something.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And again, you said the group number is 19146, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] I say something?
[CUSTOMER][NEUTRAL] I think you need to sign this [PII] was calling about that [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, now, I don't, I'm looking at a copy of that bill.
[AGENT][NEUTRAL] Oh, and this is on the invoice that you're seeing that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] And what column are you looking in, [PII]?
[CUSTOMER][NEUTRAL] It is, he's at the top and it is the last column on the right, and it says do comments in bold under it, it will say termed.
[CUSTOMER][NEUTRAL] And then there's an adjustment of negative um 9348.
[AGENT][NEUTRAL] OK, and I'm OK, I'm just wanna, are you logged in in the portal and seeing this on the invoice?
[CUSTOMER][NEUTRAL] Yes, uh, I logged in and I looked at the invoice. I downloaded the PDF file.
[AGENT][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] So I'm looking at the PDF.
[AGENT][NEUTRAL] OK, so I'm looking, I'm just looking at the invoice and I don't see what you were saying you see so yes I'm going to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just wondering which invoice did you pull up?
[AGENT][NEUTRAL] I'm looking at 637-7029.
[CUSTOMER][NEUTRAL] Is that the invoice date of [PII]?
[AGENT][NEUTRAL] Let me get back.
[CUSTOMER][NEUTRAL] It should be the first page where it tells you.
[AGENT][NEUTRAL] Yeah, it's just taking a moment.
[AGENT][NEUTRAL] This is January. It says premium January [PII], premium due date [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the invoice that you're looking at on the 2nd page.
[AGENT][NEUTRAL] Oh, that's
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you see what do you no, you can do thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The very, very first page on here, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The list invoice date is 12-19. That's the invoice number that you gave me.
[CUSTOMER][NEUTRAL] Uh, that's the one before this one.
[AGENT][NEUTRAL] OK, so what's the invoice?
[CUSTOMER][NEUTRAL] I, I'm not sure why that's pulling up for you, but the that invoice number that I gave you is the same.
[AGENT][NEUTRAL] Huh
[AGENT][NEUTRAL] OK, so yes, let me get you connected with someone who in the directly in the billing department so they can take a look at that for you, but before I do that, can I help you with anything else?
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you.
[AGENT][POSITIVE] OK, well, you are certainly very welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] Same to you, stay warm.
[AGENT][POSITIVE] Uh, thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. Can I have a group, um, authorized contact on the line with group number 19146?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what do they need?
[AGENT][NEUTRAL] OK, this is [PII] and she is in the
[AGENT][NEUTRAL] Uh, portal as a, a contact. And let me give you her cell number.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] She's calling about invoice number 6377029.
[AGENT][NEUTRAL] And the employee that she's calling about, hold on, break because I got out of the.
[AGENT][NEUTRAL] The gentleman, she's calling, well, hold on, on base not cooperating just a second.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She said that it shows on there that do comments.
[AGENT][NEUTRAL] The do comment section has turned.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anyway, she has some questions regarding that. I don't see that on their invoice and there is nothing on the gentleman's profile to indicate.
[AGENT][NEUTRAL] That that's terms.
[CUSTOMER][NEUTRAL] It is um and uh you guys can't see it but in um the OSC it it it does show it, but I can talk to it though.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. And everything is fully verified and I did verify his um date of birth with her as well.
[CUSTOMER][POSITIVE] OK, good. Thank you.
[AGENT][POSITIVE] All right, [PII]. Well, thank you. Have a good afternoon.
[CUSTOMER][POSITIVE] You too. Have a good weekend.
[AGENT][POSITIVE] All right. You too. Thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] A